Swain Automotive, Inc.

That is not entirely accurate, We reached out to you and your husband on several more occasions to finish that Tahoe you were originally looking at, You have to understand we are sales people here if there was a way to sell that vehicle to you we would have made it happen. Unfortunately and to no fault of your own under the time that we had to get it ready we were unable to finish. We explained that to you and your husband that day that if you could wait another day or even few hours we could finish getting that vehicle ready for delivery. The only other reason we didn't offer you another vehicle at that point is because that was the only model Yukon or Tahoe we had on the lot. Since then we have bought several more that I would love to earn your business on and i'll apply your deposit as a down payment on one of those. thanks,*** ***General Manager

Complaint: ***
I am rejecting this response because:
No one from the dealership ever contacted to apologize for the inconveniences on the efforts of the dealership not to even offer another vehicle It would be senseless of me to accept a vehicle from a dealership that was incapable of providing a proper vehicle on the first occasion Quality products and service is not identified as providing a rusty vehicle that wasn't ready for delivery to a consumer
Regards,
*** ***

This is *** *** the General Manager with Swain Automotive, I personally spoke with Mr. *** this morning at approximately 9:45. I did apologize on behalf of the company on any miss communication there may have been with *** *** and have handled the matter internally
since thenI also explained that our deposits are non refundable. And the reason we do that is protect our customers, Had Mr*** given me the deposit and then came to pick it up today and I sold that unit we would be getting a letter that I sold the unit out from under him when took his depositWe do not market and we turn down deals all the time for miss opportunities when we hold a unit for a customer. In this instance it is not fair to the dealership to not market and not sell other prospects and not have anything to show for itMr*** knew and understood that this deposit was non refundable prior to giving us authorizationI let him know that I would apply this $deposit to another vehicle for him, Since he is in the market for his wife a vehicle also.Thanks*** ***

I am really sorry for the inconvenience, ***my told me he spoke with you weeks ago and I thought it was all resolved until now, I don't have a problem calling to apologize to you or your wife I am the General Manager at the store and simply thought this was resolved a while
back. I will have accounting send you an additional $to off set your cost of repairs and I am sorry your vacation was ruined I can understand where that would be frustrating

That is not entirely accurate, We reached out to you and your husband on several more occasions to finish that Tahoe you were originally looking at, You have to understand we are sales people here if there was a way to sell that vehicle to you we would have made it happen. Unfortunately and to no fault of your own under the time that we had to get it ready we were unable to finish. We explained that to you and your husband that day that if you could wait another day or even few hours we could finish getting that vehicle ready for delivery. The only other reason we didn't offer you another vehicle at that point is because that was the only model Yukon or Tahoe we had on the lot. Since then we have bought several more that I would love to earn your business on and i'll apply your deposit as a down payment on one of those
thanks,
*** ***
General Manager

Complaint: ***
I am rejecting this response because: Mr*** statement in reply to the my complaint is incorrect We only had the car in our possession for half days at the most We were never supplied or even asked about a loaner car Mr*** obviously is trying to cover their mistakes or unaware of the facts I have no reason to lie about the situationWe came in Good Faith to patronize their business, but instead this is what we got in return Although, the contract stated As -Is, we we're sold a car that stated it was a "CERTIFIED USED CAR," and the problem with this particular vehicle should have been flagged Bottom lined, we were sold a "LEMON," and they were aware of it.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:No one from the dealership ever contacted to apologize for the inconveniences on the efforts of the dealership not to even offer another vehicle It would be senseless of me to accept a vehicle from a dealership that was incapable of providing a proper vehicle on the first occasion Quality products and service is not identified as providing a rusty vehicle that wasn't ready for delivery to a consumer
Regards,
*** ***

My name is *** ***, I am the General Manager here for Swain Automotive. When she referenced the General Manager she was speaking about *** *** my Sales Manager. I am familiar with the deal, She originally inquired about a GMC Yukon sle we had in
stock. The she called on the first time sold the day they called on their way hereAt that time we showed her a white Tahoe we had in stock she didn't want white, days later we had a transport truck come in and it had the black Tahoe on it. We immediately to let her know we had a new arrival, we let her know what equipment it had and that we were going to add leather to the vehicle, also put in fog lights that she insisted was a deal breaker if they were not done. We told her that we would require a non refundable deposit to install the adds that she wanted and also agreed because of how fast we were selling those vehicles and didn't want to miss out. She was told by *** the salesman and *** the sales manager that the deposit is non refundable, it is listed in the offices and it is listed on our website that they are non refundable, I will gladly apply her deposit as a downpayment to any other vehicle on the lot she chooses to purchase. thanks*** ***General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have personally been working with Mrs. [redacted], We did a (62) point inspection on the car before we sold it and everything was in good working order.  She was concerned with how the door closed, So our shop did look at it and repair it at no cost to her.  The car was not smoking when it...

left or was sold,  However shortly after she did notify my staff.  We arranged a time to get it back and look at it,  We looked at it and sent it out to bmw for a second opinion.  Once they agreed with the diagnoses we picked the car up and performed the service at our shop to off set any additional cost to Mrs. [redacted].  Her warranty she bought with the car did not cover the initial trouble so Swain Auto paid the difference to have her warranty upgraded to a better coverage at no additional cost to her. My shop also covered most of the repair cost. After she picked it up the car was running good she drove it out of town a few months later and it broke down.  Warranty companies do not pay for diagnostic time to see if they failed part is under warranty.  I have been flexible with Mrs. [redacted] I offered to trade her out of her bmw for something that is on the lot now.  Unfortunately she wants a certain vehicle that I do not have in stock and I cant not special order her a vehicle the offer still stands that I will be more than willing to trader her out of her bmw into something else that is on the lot.thanks[redacted] ChandlerVice PresidentSwain Automotive

I personally spoke with Mr. [redacted] and his wife personally, Yes Mr. [redacted] did drive along ways to our lot to purchase the 2010 chevy truck. However, This was his choice to drive here, Because it was such a good deal on the truck. He asked my salesman [redacted] to walk around the truck and...

do a visual inspection of the vehicle before he drove here. He stated to the customer there was a scratch on the front and one on the rear which Mr. [redacted] acknowledges. However, He stated that he missed a few rock chips on the bottom of the doors on both sides from where the mud tires had made a few rock chips. I told Mr. [redacted] that of course I wanted to save a deal and keep it together and I was sorry he felt miss led and that was never our intent. I explained to him that I would repair the rock chips for him at no cost. After he said that was unacceptable, I explained to him that deposits to hold vehicles were non refundable. We took the truck off the market and explained to potential customers someone already put money to reserve it. The deposit is to hold the vehicle for him which is exactly what we did, not pending a visual inspection. There is always some risk when you travel out of state to purchase a vehicle. We try to be as up front as possible, We sell a lot of vehicles out of state with a happy customer base. But you always risk having a difference of opinion in a condition of a vehicle. Once I explained that it is posted throughout the dealership and is not company policy to refund deposits Mr. [redacted] became very loud and brought his wife in, I also explained the entire situation to her. After I explained we were not giving the deposit back she became very loud and insulting also. Mr. [redacted] stated he was not leaving until he got his money back. I then told him if they did not leave the premises that I would call Florence police department to escort them out. As for the comment from my employee I do apologize. However, Mr. [redacted]s wife is who started that by going to a personal level to insult the salesman [redacted] by saying "your just a short little man with little man syndrome" to which he replied "Well your just a big woman" Again it was uncalled for and I do apologize for it going to that level. We sold the vehicle Mr. [redacted] was looking at a few days ago to a very nice customer who loves his new truck! What I will do for him is apply his $[redacted] non refundable deposit to a vehicle of his choice if he chooses to do business with us in the future.
Thanks
[redacted]

My name is [redacted],  I am the General Manager here for Swain Automotive.  When she referenced the General Manager she was speaking about [redacted] my Sales Manager.   I am familiar with the deal,  She originally inquired about a 2015 GMC Yukon sle...

we had in stock.  The 2015 she called on the first time sold the day they called on their way here. At that time we showed her a 2015 white Tahoe we had in stock she didn't want white, 2 days later we had a transport truck come in and it had the 2015 black Tahoe on it.  We immediately to let her know we had a new arrival,  we let her know what equipment it had and that we were going to add leather to the vehicle, also put in fog lights that she insisted was a deal breaker if they were not done.  We told her that we would require a non refundable deposit to install the adds that she wanted and also agreed because of how fast we were selling those vehicles and didn't want to miss out. She was told by [redacted] the salesman and [redacted]  the sales manager that the deposit is non refundable, it is listed in the offices and it is listed on our website that they are non refundable,  I will gladly apply her deposit as a downpayment to any other vehicle on the lot she chooses to purchase. 
thanks
[redacted]
General Manager

The car was purchased "as-is" from swain automotive,  We have the papers here in the dealership to reflect that.  Even though it was bought as is we (swain) agreed to look into it and see if our shop could take care of the problem.  Once we diagnosed the vehicle from the check...

engine code we repaired the vehicle.  They took delivery of the vehicle again and the check engine light came back on and we told them to bring it back and let us look at it again.  While the car was in our possession they were not charged for any attempts for repair the vehicle and also we supplied them with a loaner car to help them get around.  They informed us they did not want the car any longer to which I let them know it has been contracted and funded by their lender and at this point I would not be able to do anything ( our lenders wont unwind a loan with out replacing with a new loan) They took possession and drove for a week or so I believe and brought it back at which point we sent it to the local dodge dealer ([redacted]).  We were told they were not going to pay for the car that they would let it repo,  However in good faith we told [redacted] to go ahead and make the repair because they had also purchased an aftermarket warranty.  They came back to the dealership approximately 30 days later and was asking were their car was,  We had received the car 2 days prior to them coming back in.  At this point again we were told they did not want the car and were not going to pay for it. In good faith again I instructed our shop to take it back to [redacted] to be repaired.  At this point this has not cost them and money and the warranty company or myself(swain) has paid for all the repairs to the car. I understand they are frustrated,  However we have taken all necessary action to help and assist in this situation.thanks[redacted]general manager

This is [redacted] the General Manager with Swain Automotive,  I personally spoke with Mr. [redacted] this morning at approximately 9:45.  I did apologize on behalf of the company on any miss communication there may have been with [redacted] and have handled the matter...

internally since then. I also explained that our deposits are non refundable.  And the reason we do that is protect our customers,  Had Mr. [redacted] given me the deposit and then came to pick it up today and I sold that unit we would be getting a letter that I sold the unit out from under him when took his deposit. We do not market and we turn down deals all the time for miss opportunities when we hold a unit for a customer.  In this instance it is not fair to the dealership to not market and not sell other prospects and not have anything to show for it. Mr. [redacted] knew and understood that this deposit was non refundable prior to giving us authorization.I let him know that I would apply this $500.00 deposit to another vehicle for him, Since he is in the market for his wife a vehicle also.Thanks[redacted]

I have personally been working with Mrs. [redacted], We did a (62) point inspection on the car before we sold it and everything was in good working order.  She was concerned with how the door closed, So our shop did look at it and repair it at no cost to her.  The car was not...

smoking when it left or was sold,  However shortly after she did notify my staff.  We arranged a time to get it back and look at it,  We looked at it and sent it out to bmw for a second opinion.  Once they agreed with the diagnoses we picked the car up and performed the service at our shop to off set any additional cost to Mrs. [redacted].  Her warranty she bought with the car did not cover the initial trouble so Swain Auto paid the difference to have her warranty upgraded to a better coverage at no additional cost to her. My shop also covered most of the repair cost. After she picked it up the car was running good she drove it out of town a few months later and it broke down.  Warranty companies do not pay for diagnostic time to see if they failed part is under warranty.  I have been flexible with Mrs. [redacted] I offered to trade her out of her bmw for something that is on the lot now.  Unfortunately she wants a certain vehicle that I do not have in stock and I cant not special order her a vehicle the offer still stands that I will be more than willing to trader her out of her bmw into something else that is on the lot.thanks
[redacted] Chandler
Vice President
Swain Automotive

I am sorry you feel that way,  You were supplied a loaner at one point but not the entire time no.  Also there is nothing anywhere on any paper work website so on and so forth that says it is a "certified used car" we do not certify cars here because we are not a franchise dealer.  I am sorry you feel that you bought a lemon but I feel at this point we have done more than most dealers would at this point it has not cost you any money all of the repairs have been paid by (swain) the warranty company and [redacted].  I had an update yesterday after I replied to this email,  They put a new head on the car which was also paid for at no expense to you again.  I understand your frustration but we have at this point done everything we can do to accommodate you even after you and your wife have told us you no longer want the car we still got it to the dealership for you worked with the service writers there and also made sure there was no cost to you. I don't exactly understand what more I can do to help the situation bringing the car back is not and has never been an option that is between you and your finance company,  But they are not in the business of taking cars back either.  I have offered to trade you out of that car and you said that was not an option either so I am not sure what more I can do for you at this point.thanks[redacted]